Contact Centre Manager

Allen Associates (Oxford) Ltd; Greater London; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Flexible working hours (37.5h)

Supportive working environment

Lead transformative change

Job summary

Allen Associates (Oxford) Ltd is seeking an experienced Contact Centre Manager to lead a remote team and drive performance improvements across channels. The role focuses on implementing new systems, KPIs, and quality frameworks while maintaining strong stakeholder relationships and a customer-centric culture.

The position offers flexible hours within a 37.5-hour framework and requires travel to London once a month for in-person alignment.

Qualifications

• Proven experience in customer service management, ideally in a contact centre.
• Strong knowledge of implementing systems, KPIs, and quality assurance frameworks.
• Experience managing and developing a team, with a focus on engagement and performance improvement.
• Proficiency in using data and insight tools to monitor and improve operations.
• Familiarity with customer channels such as phone, email, and live chat, and experience adopting new technologies.

Responsibilities

• Lead the development and implementation of new systems, processes, and performance frameworks to enhance service delivery across multiple channels.
• Manage, coach and develop a team of Customer Service Officers, fostering a high-performance culture.
• Design and deliver KPIs, service standards, and quality assurance frameworks to improve customer outcomes.
• Monitor performance data and insights to identify opportunities for continuous improvement and efficiency gains.
• Collaborate with senior leadership to shape contact centre strategy and introduce new technologies.
• Maintain excellent stakeholder relationships and ensure compliance with service policies.
• Promote a customer-centric approach and nurture a motivated, engaged team.

Skills

Customer service leadership

Performance KPIs

Quality assurance

Data analytics

Multi-channel support

Education

Leadership/CS systems implementation qualifications

Tools

CRM systems

Data insights tools

Job description

Contact Centre Manager

Are you an experienced customer service leader with a passion for transforming contact centres and driving operational excellence? If you thrive on implementing innovative processes and leading teams to high performance, this could be the role for you.

Contact Centre Manager Responsibilities

This position will involve, but will not be limited to:

• Leading the development and implementation of new systems, processes, and performance frameworks to enhance service delivery across multiple channels.
• Managing, coaching and developing a team of Customer Service Officers, fostering a positive and high-performance culture.
• Designing and delivering KPIs, service standards, and quality assurance frameworks to improve customer outcomes.
• Monitoring performance data and insights to identify opportunities for continuous improvement and efficiency gains.
• Collaborating with senior leadership to shape contact centre strategy and introduce new technologies.
• Maintaining excellent stakeholder relationships and ensuring compliance with service policies.
• Promoting a customer-centric approach and nurturing a motivated, engaged team.

Contact Centre Manager Rewards

• Flexible working hours within a 37.5-hour week
• Access to a supportive and friendly working environment.
• Opportunity to lead transformative change and modernise customer service operations.

The Company

Our client is an education provider that values adaptability, collaboration, and continuous professional development. This is an inclusive environment for someone looking to develop their career in customer service leadership.

Contact Centre Manager Experience Essentials

• Proven experience in customer service management, ideally within a contact centre environment.
• Strong knowledge of implementing systems, KPIs, and quality assurance frameworks.
• Experience managing and developing a team, with a focus on engagement and performance improvement.
• Proficiency in using data and insight tools to monitor and improve operations.
• Familiarity with customer channels such as phone, email, and live chat, and experience adopting new technologies.
• Relevant qualifications in customer service, leadership, or systems implementation are advantageous.

Location

This is a remote position with the requirement to travel to London once a month.